Wasted a lot of time looking to upgrade my phone. They make it as time consuming as possible giving you breakdowns of several plans stressing incentives to purchase their accessory packages or special deals. Even after you decide on the phone and the package you have to sit and wait 10-15 mins as they go to the backroom. My major problem is the Verizon store return policy. Once you finally receive your phone, double check that you receive the phone that you asked for. I received a 128gb phone instead of a 32gb phone. A difference of $5/month for 24 months. The moment you open the box, even if your still sitting at the counter with the Verizon sales person, it is now a $35 restocking fee. The manager told me there is no way around it. I returned my phone and will never purchase directly with Verizon again. read more

I was at the store 02/18, Moyo is the sales helped me, he takes the time explained to me and answer my question, very professional and helpful. I end up walk out buy more products than I original planed, cause his great attitude. Thanks again Moyo!!! read more

I usually cannot BEAR this store. It is ALWAYS overly busy and no one ever looks you in the eye for fear you will entrap them into helping you. Today was my first ever time (out of many) where I had a 100% positive experience and it was ALL -- yes ALL -- due to SEAN TWEEDY. I walked in the Lake Avenue store. I searched for a free person. Sean turned and looked me in the eye. I asked if he was available. He chirped enthusiastically that he was (this has NEVER EVER happened in ANY Verizon store ANYWHERE ON PLANET EARTH before). I told him I needed to upgrade from my iPhone 4 and he lead me precisely directly to the perfect solution for my needs. It was the first phone he showed me because he listened to my list of 4 or 5 top needs in a phone, and it is the perfect phone for me. I am the proud owner of a Galaxy Note II. He told me no need to wait for the Note III, and I trust him. He suggested all the right accessories, made suggestions of Apps to fit my particular needs, transferred my numbers and completely took care of every single need I had when I walked in. He is also literally the only Verizon sales rep who has ever been able to flawlessly put on a screen protector. He put one on my Note, my iPhone 5, and even on the iPhone 4 (that I am keeping temporarily to retrieve some info from before turning it in). Seriously. I have been to NYC, San Jose, Westwood, Mid-Wilshire, Century City, and this very Pasadena store many times all to have them put the protectors on for me because I seriously have a mental block against doing it correctly and perfectly. He rocks. I have never met a more helpful Verizon sales person. I've been a customer since 1991. read more

I want to put no stars!! Horrible horrible horrible. It was the worst experience at a Verizon store. This particular store has never been my favorite but I thought why not, it's been a few years, maybe it got better. Boy, was I wrong. No customer service!!! Didn't check the packaging, didn't activate my phone, refused to help in any way, and completely was rude and standoffish. What the hell is wrong with being personable and customer service. Verizon needs to check their employees and get some training for their employees on customer service. Never ever ever coming back to this store again!!! read more

If I can give zero stars to this place l would. Associate, the first guy I talked to, was rude and argumentative. Unprofessional looking to. He was wearing a Raiders jersey. I'm going to any Verizon place other than this one. read more

Putrid customer service. My husband and I came in a few days before having our baby to add him to my plan and get him an iPhone. The store did not have the color Life Proof case he wanted and he felt uncomfortable leaving the store with his phone unprotected. The salesman assured us that we could purchase another Life Proof case, order the color case we wanted, and come in and return the first case we purchased. I reminded the salesman I was having a baby in a couple days so we could not come in right easy to return that case. He stated that was fine and that we had "plenty of time" to come return it. We went forward with the transaction. The case was charged to my account and I never received a receipt. Approximately a month later, which I happen to think is pretty making pretty good time considering we just had a baby and I had to have major surgery, my husband returned to the store to return the phone case. They absolutely refuse to take it back, even considering my surgery and the fact that their own salesman was very misleading about when it was to be returned. This is awful customer service and I cannot believe they would risk losing a monthly customer over issuing a refund for a phone case that they could just turn around and sell to someone else. Shame on Verizon, the salesman, and the manager John. It's clear they just wanted our money for the phone and didn't care how they got it. read more

Rude. Rude. Rude. So very rude. I was about to slap the person who was helping my sister and mother. The guy was twirling his ipad on the counter saying, "we can't do anything about your phone." He was so unprofessional, disrespectful, and just plain rude. The Verizon at Santa Anita Mall was more accommodating and they told me that I could get an upgrade while the other guy was saying we can't do jack shit about their phones. I suggest you go there instead of this location. read more

horrible experience at this location! i walked by last fri to ask what promotion verizon has for trading in an iphone6 to iphone7? before i can even walk into the store, the guy at the entrance stopped me. he wanted to know what's my purpose, and i told him. he handed me a clipboard and told me to file it out and there are 2 people a head of me, therefore go have a seat. but simply i just wanted to know what's the promotion. the guy refused to answer my question for the second time and rudely told me to file out the clipboard and wait for someone to call me. literally it's a 5 second answer!! how do i know it's a 5 seconds answer? because i went to another verizon store and the guy gave me the answer in 5 seconds read more

Came in and saw Oscar! He walked me through step by step, patiently and clearly!!! Very pleased with the service at this location, thank Goodness!! read more

I came here today and this young man helped me Ashton I recommend him. The people are all nice to u and try to work out an deal. They gained a new cousterm and. I am gonna get my phone here instead of having metro thank u very much Ashton. read more

I had broken my phone earlier this week (iPhone 7) and I wasn't ready to get a newer version of a phone, so I wanted to repurchase the 7. So I drove all the way to West Covina to get the last iPhone 7. I tried (for countless hours) to sync the new phone with my Mac. I spent 3 days trying to sync it but it didn't work, and it was driving me crazy. I finally came in to the Verizon on lake and Julio had helped me. I found out the Verizon in West Covina didn't activate the SIM card for the phone so thats why I couldn't sync it! Anyway, Julio was able to activate my phone and sync all my information to the new phone in a matter of 20 minutes. read more

Main office with personnel who can actually answer questions instead of giving the dumb shrug.

Seriously don't know what's up with the staff and their manager Nas. I asked for various pricing options on upgrading/trading in my phone and changing the data. I wanted to know the TOTAL month charges and he said he can't do that without knowing what I want and there are four options. I told him I didn't know what I want and I want the costs for all four options. He looked at me as if I had two heads. He was like I can't do that this is the cost of the phone...blah blah blah. I was like I want to know the cost of it all, data, fees, etc. He refused, I walked out because obviously they couldn't even understand how to give an estimate of total monthly costs for various options. Verizon, if you wonder why you lost another customer to AT&T, it is because your management team is ridiculous. read more

We walked into the store tonight and were immediately greeted by a rep. It was my first time there and I took that as a good sign, expecting a great experience. He asked what we were there for (iphone6 upgrade) and took our name. After 20 min, I was pretty excited about this new phone sitch. It's too bad that's where the great experience ended. The guy who greeted us was a walking ashtray. All he was missing was the cigarette it was obvious he had just put out. Initial intro - he tells us I cannot upgrade. Why? We asked. They don't have iPhone6 in stock. We'd have to go to the apple store. No mention of any other options, that was it. So, I waited 20 min to be told what I came for couldn't happen, for reasons that should have been disclosed from the beginning? On the way out, I stopped by the greeter - just to let him know it would've been nice to have a heads up and perhaps to let other customers in similar situations know so they wouldn't have to wait around like we did. Did he care? No. Thanks Verizon. Be careful when coming here - choose your visit time wisely and be clear when stating your intentions. read more

WHAT EVER HAPPENED TO FRIENDLINESS. I love Verizon for its great reception but the employees are too focused on making a sale. Is this a phone store or a car dealer? The minute they see someone with questions, they scatter. So sad to see a company with so much to offer missing what's important. I don't think I'd ever come back here. read more

I've gone in to this store twice in the last week and all I can say is.... they are not customer friendly if you don't buy what they are pushing. If you go in there with a purchase plan or basic assistance and it doesn't jive with what they think or what they are trying to sell then good luck trying to get them to work with you or at least help you in a friendly and positive manner. read more

Need to teach the sales staff that if they are not helpful in processing a return, that same client won't be asking them to assist when they return to the store in a month to buy the newest phone. I will, however, ask for Joshua who was pleasant and courteous and respectful of my time after I had an unpleasant interaction with the first sales rep. read more

I have been in here several times. The first because it was my first time. The second because it was a matter of necessity, the last and FINAL time. There is always a long wait. Service is poor and representatives do little to make cater to their customers. It is likely a reflection of the leadership like the manager Liz who I ran into today. There is little concern for customers problems and the employees are even less empowered to make any decisions for customer service purposes. Their main focus is selling product and getting to the next customer to sell more product. Verizon needs to figure out a way to empower their front line employees instead of have them shy away from customer issues that aren't covered in some policy manual or procedure. read more

negative if possible! i would put the store clerk's full name but he might really need his job. he was unbelievable rude and stuck up. he sure is in the wrong field and someone needs to let him know that he should not deal with customers. he was laughing at me that i was going to buy an expensive phone but did not want to pay an expensive plan. he was like mocking me!!! then he explain nothing about the phone or my rebate or how the phone works or anything! it was a very uncomfortable feeling which i wanted to buy the phone and leave asap. overall a horrible experience which verizon should not receive #1 rating in jd power rating. i have zero clue why the employees are stuck up in this branch. it is rude to make fun of your customer because i want to save money. duh!!!!!!!!!!!!!!!!!! seriously dumb employee. read more

ZERO stars (Yelp, why can we not choose zero stars yet?) Awful experience every time; I have finally learned my lesson and will NEVER go back. The employees that work in the stores work on commission so they will mislead, talk fast, manipulate and do whatever they need to do to make their commission. This location seems to be the worst! I recommend you call the Verizon 800 number and purchase everything through them - the salespeople via the 800 number do NOT work on commission so they are honest. Go to the store to look at items -fine, I get that- but then call to the main 800 line and make your purchases at that point. You can change your plan with them too! They will be honest! Elvis was the last employee I interacted with at this location. Stay away. Seriously, you will be misled so he can make a dollar. So manipulative....it makes me sick. This experience was so bad, I am finally going to leave Verizon. I think these phone companies expect you to stay with them but there is enough competition and options, we do not need to put up with being mistreated. Sprint, yes Sprint. Can you hear that? Verizon, the commission incentive for in-store employees needs to go. read more

Waiting to buy the iPhone 6 was the worst experience I've ever had waiting for anything in my life. I was #52 in line and it still took 3 1/2 hours to just get inside the store. While outside, the manager continued lie to people that the iPhone 6 plus was in stock when people would come out and tell us they were sold out. The process of buying the phone took 45 min and the sales person was not comfortable with the order software. On top of that, the store did not accept the offer of $200 for turning in your previous iPhone in working condition. They only wanted to give me $38. This store cost potential customers for Verizon by lying about its stock and lost me as a customer. Never, ever go here. Drive anywhere else. read more

Went in to pick up a phone that we had arranged to purchase through customer service. The employee at the store said that they could not honor the deal, even after I was assured by customer service they could (customer service even called the store to make sure). Then I was told that they could "do me a favor" and honor the deal, but only if I bought a wireless base station and signed it up for service. It was a super shady way to do business just to earn a little extra commission. I will never go here again because I can't trust that they are telling me the truth, instead of lying to me to make a sale. Do whatever you have to to avoid this store. read more

Beware of dealing with new reps. Added a phone line and was informed that there was a $35 fee if returned in 14 days. As it turns out, returned the phone in under 14 days, service was not cancelled when the phone was returned, and was then told that there were additional charges. Had to call main customer service line before charges were reversed. Do yourself a favor and deal with the main customer service line or a manager at the store, sometimes what is said may not match what actually happens with your account. read more

I will never return to this store. Have had nothing but negative experiences. Today my wife and I went down to enquire about activating a phone we had bought through Amazon. Unfortunately the phone had had the wrong antenna and was not compatible. I was simply asking questions when the manager came and threatened me and told me to leave. yes perhaps my voice had gotten a bit loud, but it was no excuse for threatening me. I have never had a good experience here and will never return. The employees are always very young and lack experience in how to treat people. I was simply asking questions. I have never been thrown out of any place. Will never go back there. Have never been treated so rudely. There are plenty of other choices. read more

This is one of the worst Verizon stores I have ever been in. They have gave me the worst experience ever and it all started with the sales rep names "Anya or Ania".(youll know the name). I went to upgrade my phone to a pixel since my galaxy stopped working. I told I needed the phone for my business. Since they didn't have it in stock, she assured me id have it in two days no later than 12pm. She advised not to get the overnight shipping. I get a tracking number the next day and I see it'll be delivered Monday evening which adds up to 5 days without a phone. I call Verizon cs dept to see what's going on. Jennifer gave me overnight shipping upgrade on them and told me id have the phone Friday morning at 10am. Friday came, no phone. Shipping did not change. I called Verizon again and asked the order to be canceled so I can pick one up at another store. Cory in cs said its canceled and I can go to Lake again since they have it. I asked him to call and he confirmed. I went and it was still out of stock!!!! Angel helped me in the lake store. He was kind. Unfortunately, he said Cory gave me wrong info and my order couldn't be canceled. Angel called the Baldwin Park store so I can get my phone there later that night. I spoke to Carlos in Baldwin park. He said he can cancel my order and I can get the phone there no problem. I went after work and what do you know, Carlos is gone for the day. Luckily Beatrice helped me out. I love this store! I wasnt able to get my phone but she made sure I didnt leave phoneless for my business. If it wasnt for Beatrice, I would cut all ties with verizon!!!!!!!!! read more

I went to Verizon today to upgrade to new phone. Nichole was a breath of fresh air! She helped me pick the best phone for my needs and went through the whole process with detailed explanations of my purchase. She even came up with some money-saving tips on our overall bill. I hope you are lucky enough to have her help you during your visit. read more

Horrible horrible horrible. I dislike this place so much. The Store Manager was very rude to me. All I wanted was to exchange my phone that I got online and she tried charging me a restocking fee after she opened the phone infront of me. Last time I ever come to this store. read more

Unacceptable practice. Came here to return a gift (toy robot) purchased before xmas, and was told I had to wait ONE HOUR just to RETURN it!!! It had nothing to do with any cell phone plans and I needed no technical asstance. How long would one usually wait to return an item at a department store? At a toy store? At any store at the mall? This is totally wrong!!! read more

Whatever you do don't go with verizon they take your money. I had been worth then over 10 years and once I finally left them cause I got tired of the over charges. They decided to play dirty and over charge me for everything! I hate this pathetic company!!! Also when you ask for the corporate number they give some bullshit that they don't have one! They gave some random address. Screw them. Never again! read more

Ryan was totally on top of it, scheduled my appointment, met me when I walked in, and got Antoine to help me. Great team! Antoine got some data restored from my dead LG, got me started on my new 5s.... great service, personality, attention to detail. Antione also told me about classes they have for Apple, etc....so may take one of their classes to get more info. All in all.....a REALLY good experience! read more

What the heck happened to my Verizon shop? The staff & crew has changed dramatically, its become a piss poor exercise in unprofessionalism! I came in to exchange a home charger for my Samsung that was purchased about 1-2 mo. ago, I was greeted by someone that looked as though he just stepped away from a pickup game. I no longer see anyone that fills me with a sense of professionalism. I see basketball shorts that are way too big for the wearer or I see sagging jeans & Tee's. I walked in I felt as though I stepped into a "house party" or something?? While I was waiting, I noticed an Asian gentleman asking about an advertisement that he read about today's sale on tablets. I witnessed the shamefully unprofessionally dressed salesperson speaking rather rudely & dismissively to this customer. Then another came over & kind of ganged up on the older gentleman. What's going on here? This location used to be the gold mark of professionalism & now its a place that I will not use! Well unless I leave my wallet & valuables locked in my car! read more

Sean, Sean, he's the man! If he can't do it, no one can! Yesenia was also cool too. Despite what all the other yelpers said, I was fortunate that I came across Sean and Yesenia. They were pretty laid back and not pushy. Enter happy and exit satisfied. Request them when seeking service. read more

AVOID! Worst store ever. The staff there don't even know their own products including the manager. Asked what the star code was to do call forwarding and the manager didn't even know it was *72. I had to google it after they said it wasn't possible. They also "accidentally" canceled my phone number after asking about other plans. Was out of phone service for 3 days. Drive to Glendora for a better experience and to learn how a corporate store should be run. read more

I haven't had as much BS thrown my way since the time when I was buying my truck and was visiting multiple auto dealerships. If you're in the market for anything Verizon, visit the store, make your decision, then buy online. Of course, the talk is fast and it isn't until you get home that you see the discrepancies on you bill This place is a shark tank. It's on commission, so get ready to be guided toward the high dollar phones. read more

Great customer service! Angel was so patient and helpful. This was the best experience I've had when dealing with a cell provider.

Amazing. They literally scammed us and it looked like a Bose speaker and a tablet came with the edge plan and iphone 6 for free. I asked why we were getting all this stuff and the sales rep said it came with the plan, and that the plan itself had an upfront cost of $240. Turns out there is 0 down for the edge plan and he was just trying to upsell. Sleezy, horrible store. read more

This place was extremely helpful and efficient. Cindy helped me for my upgrade and was able to get my new iPhone in a matter of minutes with discounts on screen protectors and a case. Most importantly, I had forgotten to transfer my photos beforehand from my old iPhone and she was extremely helpful in showing me how to do so before I lost all my photos. She was very personable, patient and went above and beyond in customer service. I will definitely be coming back here for all my upgrades in the future as well as whatever additional help I need. read more

The only reason I am not giving one star is because Brianna went to a huge amount of effort to resolve my problem. I purchased a new iPhone yesterday and was assisted by Cesar. He kept insisting I get the 'hum' device for my car. I am on a strict budget and had to continue reminding him that I needed the monthly cost as low as possible. He assured me he was 'giving me' this device and it would only be a one time fee of $5.00. Finally, like an idiot, I said ok. When I got my breakdown of new charges via email this morning, not only was this contraption going to cost me an extra $10 per month, but they socked a $40 activation fee on as well. I immediately called customer service who told me to go return it and to call them with any issues. Brianna helped me and when her manager said I needed to pay a RE-STOCKING FEE I immediately contacted customer service once again. They stayed on the phone with me until the thing was deactivated and the charges were waived. HERE IS THE KICKER.... Cesar walks in to begin his shift and was taken aback when he saw me and asked 'how are you?'. I told him 'not so good since you did not tell me about a MONTHLY FEE OR ACTIVATION FEE on this thing for the car.' He boldly looked at me and LIED and said 'I told you' and hurried in to the back room. His manager heard it all and said 'I can't believe he would do that, we never get any complaints about him'. NEWS FLASH: HE LIED. Then, so cowardly walked into the back room as if to imply 'EFF YOU'. I am so disappointed in him. Again, Brianna was wonderful and the girls I spoke to in Customer Service were very helpful. If you go to this location, steer clear of Cesar. read more

I've had a phone with Verizon Wireless for 10 years and have had no issues with customer service. However, today staff member Haroon completely ruined my day. This arrogant employee insulted me, argued with me, and gave me no other choice but to call the manager Ryan. In contrast to Haroon, you could tell Ryan was there to actually help the customer. Verizon would be better off without Haroon, no doubt about it. read more

Last year I wrote, "These guys will hard sell you. They will sell you stuff you don't need for a price that is too high." What a difference a year makes, now the place offers good service at good prices. Ask for Mike, he is the best. read more